Can be easily customized

What are the best aspects of this product?

The best part of this application is the ease to customize the service desk to how you want it to serve you. It does everything and even more than what I need it to do.

What aspects are problematic or could work better?

There a couple of disadvantages. First, the knowledge base feature does not work well when searching for keywords. Second, you can only run the application effectively in Internet Explorer. Third, there are a lot of unnecessary and constant pop-ups that open in different windows during surfing. Lastly, sometimes there are excess options that makes it very hard to identify which one you were searching for in order to perform a specific desired function.

What specific problems in your company were solved by this product?

We use it for inventory tracking and management, to record call handling and ticket activity and to track work load and efficiency. We also use it to intergrate contacts to ensure seamless support capability and to link incidents to create global issues.

Are you a current user of this product?

Yes